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“ATROCIOUS customer service”

written by Manc1 on 09/10/2012

I normally buy all of my baby equipment from Kiddicare who are 2nd to none where customer service is concerned. However, I decided to give Bambino Direct a try as I found a pushchair (Red Kite jogger) I wanted that was slightly cheaper (worst mistake I could make!!)

Unfortunately after the 2nd time of using it one of the wheels fell off causing the pushchair to tip up with my baby in it. I decided to try and have a look at the problem myself and we changed the wheel nut for the spare one provided. Unfortunately this didn't rectify the problem.

I tried in vain to contact Bambino Direct over the phone - unfortunately never being able to get through. We then went away on holiday - taking the pushchair with us as we had no other option. On my return I contacted them via their preferred 'e message'. I received a message saying they needed more info. I was also informed that I was out of the '28 day period' (are pushchairs only meant to last in good working order for 28 days ???).

I tried again on several occasions to call them - being left on hold sometimes up to 10 mins. I eventually got through to be informed I would need to pay £20 to have this faulty item returned to them! I argued that this was ridiculous - why should I be out of pocket because of a faulty item??

I managed to negotiate a £10 pick up fee as otherwise I would have been left with a useless faulty item. The pushchair was picked up last week and as of today I hadn't received a confirmation email to say they had received it. I called customer services to check whether my pushchair had arrived. I was advised it had indeed arrived on Friday and was deemed by Bambino Direct to be faulty (fairly obvious seeing as the wheel continues to fall off) I requested over the phone a refund as I need to replace the pushchair asap - having already been without it for nearly a week. I was then told that wasn't possible and the pushchair would need to be returned to the supplier for them to make their decision - a process which could take up to 28 days!!!!!

I expressed my dissatisfaction with this and I was politely informed it was my fault for not reading the terms and conditions before I bought from them!!

I find the whole situation entirely disgraceful:
1) My then 7 month old baby was in the pushchair when it tipped up due to the faulty wheel.
2) I am them charged to send the offending pushchair back.
3) I am then expected to wait without a pushchair for up to 28 days until the supplier makes a decision on repair, replacement or refund.
4) I am told it is basically 'my fault' for not reading the terms and conditions properly.
5) At no point have I been offered a loan pushchair to tide me over until this one is returned.

That £10 I thought I was saving by buying from Bambino Direct would have been much better being spent at Kiddicare where they exchange faulty goods immediately with no questions asked. They also appear to comprehend the need for a speedy response where baby items are concerned.

I have never experienced such poor customer service and I would advise anyone to seriously consider doing business with a company so lacking in customer care.

Bambino Direct really need to up their game and I will be taking my complaint further as the goods I bought were clearly not fit for purpose.

I want a full refund and reimbursing for the cost of sending the FAULTY, DANGEROUS pushchair back.